Return and Refund Policy
At Serenne, your satisfaction is our priority. We understand that when purchasing luxury apparel and accessories online, the experience of trying on and feeling the fit is irreplaceable. Therefore, we have developed a clear and straightforward returns and exchanges policy, ensuring that your shopping experience is as impeccable as our products.
General Conditions
All returns and exchanges must be communicated to our Customer Service team within the established timeframe, starting from the product's receipt date. Items must be returned in their original condition, without signs of use, washing, alterations, or damage, and with all original tags, seals, and packaging intact. They must be accompanied by the original invoice.
We reserve the right to refuse an exchange or return if the above conditions are not met. In such cases, the product will be sent back to the customer, and shipping costs will be their responsibility.
Timeframes for Returns & Exchanges
Return due to Regret/Withdrawal
In accordance with the Consumer Defense Code, you have the right to withdraw from the purchase within 7 (seven) calendar days from the product's receipt. To exercise this right, please contact our Customer Service. The refund will be processed after the returned item is analyzed and approved.
Exchange for Size or Model
We offer the possibility of exchanging for another size or model within 30 (thirty) calendar days from the receipt date. The exchange is subject to stock availability. If the desired item is not available, you may opt for a store credit for the product's value or a refund, according to the return conditions.
Exchange due to Manufacturing Defect
If the item presents any manufacturing defect, you may request an exchange or return within 90 (ninety) calendar days from the receipt date. After analysis and confirmation of the defect, we will arrange for an exchange for an identical product or, if unavailable, a store credit or full refund.
Returns & Exchanges Process
1.Contact Customer Service: Send an email to support@serenneboutique.com informing your order number, the reason for the return/exchange, and which item you wish to return or exchange.
2.Authorization and Instructions: Our team will review your request and send detailed instructions for shipping the product, including the reverse postage code (if applicable).
3.Product Shipment: Carefully package the item, preferably in its original packaging, and include the invoice. Follow the provided shipping instructions.
4.Analysis and Processing: Upon receiving the product, it will undergo a quality analysis. After approval, we will proceed with your exchange, store credit, or refund request.
Refund
The refund will be processed using the same payment method as the original purchase. The timeframe for the refund may vary depending on the credit card company or banking institution. You will be notified by email about the status of your refund.
At Serenne, we want you to feel completely secure and satisfied with your choices. Our team is available to assist you at every step. Your elegance, our guarantee. Shop with confidence at Serenne.